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Reviewing Agent Scorecards

The Agent Scorecard page shows per-agent adherence and activity KPIs for a date range you choose, with a scheduled-vs-actual timeline and an exportable day-by-day detail table.

Before You Begin

  • An Amazon Connect instance must be selected in the Instance selector
  • Until you pick an agent, the page shows Select an agent to view their scorecard.

Limits and Constraints

  • The page shows one agent at a time — there is no side-by-side comparison; use Team Scorecard for cross-agent views
  • Schedule Conformance shows awaiting data until conformance data is available for the range
  • Change indicators apply to Today (vs. last day) and 7d (vs. last week) only
  • The contact-timing KPI cards (Contacts Handled, Avg Handle Time, ACW, Occupancy) are hidden by default and are switched on per instance
  • Custom ranges are bound by the 90-day history retention
  • Export CSV downloads the Adherence detail table only, not the KPI cards or timeline; use Export PDF for the whole page
  • The Timezone dropdown appears only once the Range control does, which is after an agent is selected

Step-by-Step Instructions

Selecting an Agent and Date Range

  1. In the Search agent box, type the agent's name.
  2. Select the agent from the matching results.
  3. In the Filters panel under Range, choose a date range: Today, 7d, 30d, or Custom. The Filters panel also offers a Routing Profile filter.
  4. For Custom, click a start date in the calendar, then click an end date.
  5. (Optional) In the Filters panel's Timezone dropdown, choose the time zone to read the day in. The scorecard opens in the Amazon Connect instance's time zone, and your choice is remembered for your next visit. The Adherence Timeline's hours, segment details, and event markers all follow it.

You can also land on this page with an agent pre-selected by following a drill-in link.

Reading the KPI Cards

The scorecard shows the two schedule-quality cards by default:

  • Adherence — The agent's adherence percentage for the selected range, with a change indicator against the prior period (from last day for Today, from last week for 7d) and the total time in and out of adherence (for example 8h 32m in / 46h out). A per-day chart shows the daily adherence values across the range.
  • Schedule Conformance — The agent's conformance percentage. Shows — with awaiting data until conformance data is available.

Contacts Handled, Avg Handle Time, ACW, and Occupancy are still calculated for the range but are not shown unless they have been switched on for the selected instance.

Reading the Adherence Timeline

The Adherence Timeline shows the range's overall adherence percentage and one column per day (or per hour when viewing Today). Where there are no scored minutes in the range, the header reads Not scheduled, Time off, Not started, or Not tracked instead of a percentage; hover the label for the explanation. These are the same labels the Team Scorecard ribbon uses — see Rows With No Adherence Figure.

Each column has two tracks — Top: Scheduled · Bottom: Actual:

  • The scheduled track shows the planned activities (for example Work, Break, Lunch)
  • The actual track shows what the agent actually did (for example Available, Break, Lunch, Offline)

The legend defines the colors: Productive, Non-productive, Offline, and Out of adherence / min, with a ±5m grace tolerance applied.

Reviewing and Exporting Adherence Detail

  1. Review the Adherence detail table below the timeline — it lists each day in the range.
  2. Review the columns: Date, Scheduled Hours, Actual Hours, Adherence %, Conformance %, Exception Count, and Exception Types.
  3. In the page header, click Export CSV to download the table, one row per day in the range.
  4. (Optional) In the page header, click Export PDF to download the scorecard as a PDF. See Exporting Workforce Management Data.